Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found a car my boyfriend, his daughter and I were interested in buying. I sent them a message via their website to ask if it was still available. I received a message back saying it was. So, my boyfriend and his daughter went to Eagle Auto to check it out. While they were there my boyfriend explained that we were waiting to close on our house so we had to wait before applying for any more financing. They said they understood and sympathized with our situation. My boyfriend said the woman they spoke with seemed decent and honest. He asked if they'd hold it for a few days and their employee said they would for $100. My boyfriend and his daughter both asked if it was fully refundable and she said yes. He explained money is very, very tight for us at the moment because of buying our home and told her we couldn't afford to lose any money. She assured him again that it would be refunded. When our closing day didn't happen as expected he called them back to ask about the car. At this time he was told that they would hold the car for $100 a day. My boyfriend said we couldn't afford to do that and we would be in for our deposit and the woman said okay. However, when we stopped in a different woman began to scream and yell at my boyfriend. I got out of the car and explained we had been promised the return of our deposit but she just yelled and yelled and so I said well I guess I'll see you in small claims. She said: "You go ahead and try you f****** cunt!" Pardon me for typing that but you should know the type of people we are dealing with here. It may be "only" $100 but 1. That's a lot of money to us and 2. It's the principle of it. Their employee gave us her word that our deposit would be refunded and so they should have refunded it to us. They wouldn't listen to reason. All they did was lie and make excuses. The foul mouthed one said no one returns deposits. I said I don't care what others do because your employee promised to return our money.

  Business Response

  Date: 10/25/2022

  I am very sorry to see this report. I would like to address a few issues in this complaint. I spoke with both women mentioned in this complaint and was told their side of the story. I also know our company policy on deposits and it is written and posted in our store front for anyone to see. Our policy on any deposit left on a vehicle is as follows: Anyone requesting a hold on any vehicle on our lot while they work with a bank or *************** will pay a non-refundable deposit of $100/day which will be applied to cost of the car upon completion of purchase. Should that individual not be able to complete the funding process and the purchase of the vehicle the deposit will be forfeited to cover the cost of the time the vehicle has been removed from the sale position. A deposit is placed on a car to allow anyone the time needed to secure funds to purchase a vehicle and not risk losing the car to another buyer while they work with a bank. This particular case we had multiple people stop in to attempt and purchase the car while we waited for these folks to secure funding. We did hold the car for multiple days before selling to an alternative buyer on the single $100 deposit but when a deal did not get completed we were left with no other option but to move to the next buyer for the car. My sales rep told me she never told them the deposit would be refunded as this is not our policy and did say that when the last phone call was made to us and the depositor stated on the phone at the end of the conversation that they were sorry they could not complete the sale that they would be in to pick up the deposit 'tomorrow' that the call ended there. The statement of picking up the deposit was made by them and not my sales rep. and when they arrived to try and retrieve the deposit that rep was on a break and they attempted to get the refund from the second women mentioned and when she said it was non-refundable I was told the conversation was elevated on both sides. I was not present through the entire conversation so I cannot speak on what was said by all parties but I can speak on the policy and written procedure posted in our shop regarding deposits. I can say that in the past when I have had individuals speak to me in a civil manner and express a situation regarding money I have made exceptions and refunded the deposits and had this been the case here I am fairly certain there would have been a different result in the end but this couple left in a rage with middle fingers flashed at me and our shop as she left our parking lot with alot of threats regarding social media posts and lawyers being involved. Once again I am sorry this escalated to this point I don't like seeing anyone upset and in no way is it worth $100 to have any upset people in the area. Therefor I am willing to issue a refund of the $100 via check mailed to an address(I would like to avoid any further possible conflict with an in person meeting) if I can get a guarantee there will be no additional recourse via any social media platform and or discussion about the situation with any outside individuals. I am hopeful all parties involved can simply walk away whole and go about moving forward.